This offer job is expired.

Customer Service Manager

Parker Bridge Recruitment - Expires on Oct 21, 2014
  • Country
  • Location
  • Job Type
  • Experience
  • Eligibility
  • Thailand
  • Not specified
  • Permanent - Full Time
  • 8+ years
  • Expat and local
Customer Service/ Account Management
Job Category
Human Resources

Job Description

  • Build Standard Operating Procedure (SOP) and ensure the workflow of the department runs smoothly and efficiently.
  • Ensure that Service Level Agreements with both external and internal parties are delivered.
  • Manage collection/ reminder team to ensure prompt follow up of billing failures.
  • Win Back Management.
  • Forecast call volume, calls lists and deliver workforce/resource planning base on it.
  • Maintain good relationships with both Customers and Business Partners.
  • Ensure management that complain handling is efficient and achieve customer satisfaction and OIC requirement.
  • Coordinate with other departments in order to maintain a persistent improvement in customer services.
  • Identify and implement strategies to improve quality of service, productivity and profitability.
  • Assist other departments in product and service promotion.
  • Monitor and develop staff performance and skills : train, develop and monitor staff’s skill and performances.
  • Ensure that budget requirements are met.
  • Report on SLA and win back results.
  • Fullfill others tasks as assigned.

Job Requirements

  • University Graduate.
  • Excellent command of English both spoken and written.
  • Minimum 8 to 10 years working experience in customer service/ customer retention/ call center/ customer satisfaction area in the credit card, banking or telecommunication industry.
  • Active involvement in day to day operation within Financial Institutions.
  • Experience in managing a team, must have strong leadership skills.

About the recruitment agency

Parker Bridge Recruitment

Parker Bridge Recruitment in Thailand is an international recruiter with offices in Bangkok, Auckland and Wellington (New Zealand) with over 30 Recruiters worldwide. Our Recruiters specialize in ...

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